customer-experience Case Study
From the Boardroom to the Front-line, Are You Ready to Benefit From Your CX Efforts?
A large gaming & entertainment company had committed to differentiating itself based on service.
Great service creates loyalty and produces a change in behavior that leads to favorable business outcomes.
The client was geographically dispersed and needed a way to replicate great experiences.
They had a service process strategy and trained employees on how to provide service that consistently exceeded expectations. However, they still needed a means of ensuring continuous improvement.
Approach + Solution
We then created a customized reporting package using a weighting approach consistent with the client’s tiered service strategy. This allowed teams to understand their performance, have responsibility for it, and create action plans for improving service when needed.
The client used the results to reward and recognize employees at multiple levels within the organization to fully align around its customer-focused goals.
Their value, as indicated by their stock price, also increased as service improved.